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Group Members

Shamzan BBHM-F16-215
Heem BBHM-F16-175
Submitted to:
Sir Ahmed Bilal
Date of Submission:
02-05-2020

TRANZUM COURIER SERVICE

RETAIL MANAGEMENT

Class: BBA-8C
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TABLE OF CONTENTS

Sr. no Content Page No

01 Acknowledgment 03

02 Contents Summary
Store Introduction 04

Store Location 05

Store Blue Print 08

Store Management 09

Inventory Management 09

Store Administration 11

Security Prevention 12

03 Pre Store Opening Task 12

04 Store Opening & Closing 16

05 Store Readiness 19

06 Store Merchandise Handling 21

07 Store Administration 23

08 Hiring Process 24

09 Store Security 26

10 Cash Management 27

11 Customer Services 28

12 Store Audit 30

13 Store Operation Process 31

14 Retail Operation Procedure 32

Acknowledgement
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In the name of ALLAH who is most Beneficent and Merciful Who gave us the strength and
opportunity to complete this Project.
In performing our project we had to take help and guidelines from some respected persons, who
earn our more thanks. We would like special thanks to Ms. Suman (relationship manager) for
providing us valuable information.
In addition, we must thanks to our Respected Professor MR. AHMED BELAL who introduces
the methodology of work, and provide us a great opportunity to develop our skills.

Executive Summary
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TCS Courier Company has been working since 1983, serving customers from across the globe.
TCS are very concerned with customers. They are the leader of market and provide best services
to their customers across the boundaries in very short span. They have launched many services
for their customers. As the company’s performance objective is speed and quality.

Company Name

Tranzum Courier Service

Company logo

Store Introduction

Khalid Nawaz Awan is the founder and chairman of TCS, started his career as a mechanical
engineer furthermore he entered in the business in 1982 following his older brother Sadiq Awan
who started a joint venture in Pakistan with Global Air Express giant DHL named as DHL
private Ltd. After seeing the continued growth in business they delinked both the companies by
identifying the independent need of a company at domestic and international level. Thus, in 1991
Khalid Awan who served that joint venture as managing director of TCS and DHL Pakistan
under the chairmanship of Saidq Awan took the TSC as chairman and M.D of TCS after the
evaluation TCS in Pakistan he also established TCS in U.K (1989) UAE (1996) and Canada
(1999).

1983:

In 1983, TCS was founded in Pakistan with 12 stations and 25 bookings on the 1st day.

1985:

Country wide network expansion to over 100 locations to meet Pakistan banking council need in
1985.

It has also established a countrywide dial up IT link up.

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1989:

Established sentiments express- A unique gift delivery service.

Established company in the United Kingdom.

1990:

Emerged as the leading courier company in Pakistan- high growth years.

1991:

Bid for first private airline license in collaboration with British Airways.

1993-1996:

Air operation under own license in support of courier operations.

1997-98:

Formed own aviation setup- Inducted first AN26.

Established our operations in UAE and later in Canada.

2001-02:

Harvard Business School undertook a case study.

Re-design and standardize the courier uniform.

UK- Expansion.

Established a dedicated logistics entity.

2003:

Formed Road Transport Company (Renamed TCS logistics in 2006).

2004:

Corporate office at Karachi Airport.

Octara Launched.

2005:
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Inducted Bigger AN-12 aircraft into TCS Aviation Fleet.

2006:

Inducted a Boeing 737-200 Aircraft into TCS Aviation Fleet.

Established Mail Management Solutions division and Print shop.

2006-07:

Won the logistics and printing of Election Commission of Pakistan.

2007:

TCS awarded Super Brand Title.

TCS awarded Brand of the Year award.

TCS won 1st Telecom Excellence Award.

Implemented ISO 9001:2000 in TCS logistics.

2009:

Inducted yet a bigger Boeing 727 into TCS.

Aviation Fleet retail franchising was launched.

2011:

TCS case study in “Principle of Marketing- Philip Kotler”.

Launch of Agents network- Business Partner Program.

Major growth in TCS warehousing.

2012:

Development and launch “voice of Customer”.

Soft launched the E-business division and TCS connect E-market place

2014:
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TCS holding (PVT) LTD. Formed for vesting ownership of TCS Group of Companies in
Pakistan.

Launch of TCS Hazir.

TCS E-com was formed.

2015:

Launch of we move you.

Launch of yayvo.

2016:

Launch of “We Move You”

Introduced Handheld Devices to drive efficiency

Launched Supply Chain Advisory Division

Signed a strategic alliance with UPS, the world’s largest parcel delivery and logistics Services
Company

2017 & 2018

Launch of work From Home program

Implementation of Project Management system

Because the First Pakistani company to qualify for the Transport Internationaux Routiers (TIR)
license

2019

Launched “Envio” portal for integrated E commerce fulfillment services

Enhanced digital collaboration to leverage the TCS platform

Retail outlets are the visage of any company. At TCS our main focus is on customer satisfaction.
Over 430 conveniently located Express Centers, backed by over 225 satellite-tracked delivery
vehicles and dedicated couriers astride motorbikes, extend the TCS outreach throughout the
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length and breadth of the country, making it one of the most recognizable brands in Pakistan.
With its distinctive logo and corporate color, the TCS retail environment is an ideal mix of
tasteful decor, competence, and hospitality geared to optimizing customer experience.
The number of computerized TCS Express Centers that are open 24/7 has been on the rise
ensuring an enabling environment, much to our valued customer’s delight. TCS service standards
are maintained through support teams comprising of Retail Team Leaders and Mobile
Maintenance. At TCS, we not only serve our customers by selling in house services, we also
have widened our service horizon by contributing in admission process of reputed Universities,
which shows that our metro-geographical presence and highly efficient trained staff is
contributing as a responsible national entity to serve Pakistani institutes and citizens.
Store Location Decision and Reasoning

Store located at “Thokar Niaz Baig” because it’s the main area office

Store Blue Print

Store Management

Store management is concern with receiving materials and to protect them from damage. It is
related with the issuance of material in right quantity at right time
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 Functions of store management

 To maintain proper record of material
 Requesting procurement department to define their needs all the time
 Issuing material only to authorize person

Role of Store section in Store management

 It contains proper and up to date record of all material received and issued
 Stocking, stacking and preservation of material
 Issue shall be done as per FIFO system that material has been procured first will be used
up first
 Any material is not allowed to go in or out of the store with a gate pass with stamp of
manager retail admin and supplies

Objective of store management

 Reduce cost of carrying goods

 Prevent from damage
 To minimize the storage cost
 To ensure proper and continuous control over all material
 To ensure uninterrupted supplies of materials with any delay

Centralized store is that store which receives materials for and issues them to all departments,
divisions and production floors of the company. Such a store is only one in the company which
receives materials for and issues to all who need them. The materials required for all the
departments and branches are stored and issued by only one store.

Inventory Management

Inventory management is a complex process, especially for larger companies, but the basics are
essentially the same regardless of the company’s size or type. In larger companies, goods are
first placed in the receiving area of a warehouse in the form of raw materials or components, and
then put into stock areas or shelves. While in smaller companies, the goods may go directly to
the stock area instead of a receiving location. The following are the main benefits of an inventory
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management system that are also the reasons why many companies decided to switch to the
automated solution.

Centralized Storage

The more stock locations you have to manage, the more difficult it becomes to manage orders
and track the stock availability. With an inventory management system, you are able to find out
the availability of your items and find their location in just seconds, even if they are put in
different warehouses or stores. You can also process orders and track couriers through the same
system.

Stock Control

Stock control (or inventory control) is an effort carried out by a company in providing stock
items needed to meet consumer demand. An inventory management system allows you to keep
up with your stock availability and ensure it is always at an adequate level. The system gives a
notification when the inventory is running low so you can immediately re-order.

Increased Efficiency

 Improved Productivity
 Minimized Costs

An inventory management system keep retail TCS away from financial losses due to human
errors, excessive stock storage, unnecessary purchases, late deliveries, and so on. With a
centralized and integrated system, TCS don’t need to spend extra money on additional systems to
manage your inventory. The Main Features of an Inventory Management System

Regardless of the provider, here are some of the main features that you should look for in an
inventory management system.

Stock Management
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This feature helps users to monitor stock movements from one location to another. When the
goods come out of a warehouse or store, this feature will automatically reduce the amount of
stock held (inventory on hand).

Procurement Management

With this feature, users can set the minimum amount of stock and turn on the notification that
will notify if the inventory has reached the specified minimum level. They can then immediately
re-order to the supplier.

Supplier Management

This feature serves to store all complete information related to suppliers. With this feature, users
can easily find the supplier they want to contact and compare quotations from one supplier to
another.

Barcode Scanning

This is one of the most desired features, especially by those engaged in retail and wholesale this
feature allows creating barcodes automatically, thus speeding up the labeling process. A good
inventory management system provides integration with barcode scanners.

Store Administration

Store administration information aid in manufacturing organizations and for that, no

manufacturing organizations can ever survive without an effective store administration.
Decisions have to be made as to how to make use of the available resources in order to attain the
corporate objectives through the use of store administration. These decisions may revolve around
the application methods of the principles and techniques guiding the process of organization
apply the role of store administration, they use to make proper and reasonable use of the
resources wisely.

Security prevention
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Store prevention plan means more than sticking a few surveillance cameras in the ceiling. Your
stores need a top-down, strategic focus on loss prevention if you’re going to have a real effect on
inventory losses.

Identifying suspicious activity, watching cameras, conducted physical security checks to inspect
employees' personal property ensuring that prohibited items are not brought into building.

1. Pre Store Opening Task

Land/ location decision criteria

Easy to access
Located in main hub/ main point of market
Building plan
 Security gate
 Admin block
 Admin store
 Operations department
 MMS department
 MMS department is link with bank
 Corporate office
 HR department

Operations Approval
 Digitize time consuming tasks
 Automate key business process
 Personalize customers experience
 Integrated real and digital worlds
 Optimize merchandising
 Optimize work force

Legal Team Fulfills Mandatory Requirements

 Security department have the keys to open it
 Non one is allowed to enter in TCS until security team will disconnect the alarm
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Various licenses required

 NTN
 Haj and umera IATA

Project Team
 Running a project team meeting. (You can read more about what this looks like in
our guide to project meetings
 Phone call with a stakeholder to update them on progress.
 Writing or reviewing project management docs (including your plan, trackers, risk
management documents).
 Writing update papers or briefing packs for governance meetings.
 Visiting stores to observe the operation and collect data or feedback

Merchandise team:-

Retail merchandising covers everything from how you visually arrange your merchandise to the
traffic patterns in your store, how you display items to promote add-on sales

Understand Customers Requirement

 Get a quote and its details

 Select the courier service that best suits you.
 Fill out you details and pay.
 Attach your label to your parcel.
 Hand it over to the courier when they collect it or take it to a drop-off location
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Analyze Buying Habits

When it comes to selling one of the most important aspects is finding the best courier service to
grow your business. You need to ensure that you provide a positive shipping experience in order
to enjoy more business growth and success. Fortunately, once your customers are content with
the delivery of their items, you’re more likely to enjoy an increase in repeat sales and be able to
build a better reputation that can result in more first-time sales

Competition study

Top competitors
12,000+
 Leopards over 7000
 M&P 1001-5000 employees
 DHL 500 employees

A courier company competitor’s comparison checklist to help you find the best courier service to
support your business and build better relationships with your customers. The checklist covers
some of the key areas you can consider when drawing comparisons between couriers are;

1. Speed of delivery 
2. Size and weight limitations
3. Proof of delivery 
4. Customer service
5. Cost to value 
6. Courier insurance
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Area of Store

Size of store is 30*50

Free Merchandise Mix

Buying and selling of all products in a retail stores

We are dealing in service sectors so, there is no free merchandise mix in it

Initiate Placing Orders

 Demand is generated on the 10th   of every month

 An IR(Internal  Recognition ) is generated in OF(Oracle Finance)
 IR number generation sent to HO through OF
 Approved by Manager Senior network administration and Country Head in HO
 Sent to the procurement department
 Requirement sent to vendor
 Printing by vendor (Flyers, boxes and etc)
 Procurement department dispatch to the stores

HR

Human resources involve the strategic planning and management of employees to create a

productive and motivated workforce. The retail poses particular HR challenges because
employees deal directly with your customers

Recruit & Training

 Daily duties and responsibilities

 Personality traits
 Physical requirements
 Qualifications and Experience Level
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2. Store Opening & Closing

Store Opening & Closing Procedures

Opening Procedure

 Manager and crew should arrive 30 minutes prior to opening to allow enough
time to prepare for the start of the day.
 If there is any tampering inside or outside the store, do not enter – remain
where you are and call the police.
 Do not open the store alone. Two or more associates must be present before the
door is unlocked.
 Do a visual check of doors, windows, and aisles to be sure nothing was
disturbed
 Turn on lights necessary for sales floor preparation.
 Walk the floor to inspect housekeeping and use store evaluation checklist
 Open safe, remove cash register tills
 Set up cash registers for opening cashiers.
 Turn on computer+
 Turn on air conditioning system.
 Start creating a daily task list
 Assign cleaning/restocking/merchandising duties.
 Prepare lunch and break schedules.
 Activate any working displays and turn on any televisions.
 Put up any sale signs needed for the start of a new sale.
 If a promotion ended the previous day, take down all related signs

Closing Procedure

 Do not extinguish or dim any lights until all customers have left the building
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 Do not close the last register until after scheduled closing and all customers
have exited the store
 Always answer the phone, even when it rings after closing
 Never exit through the rear of a store
 Ensure all parking lots and exits have adequate lighting and that all bulbs are lit
and functioning.
 Restock and recovery
 Assign closing and cleaning duties.
 Lock any non-essential perimeter doors.
 Clean and restock restrooms
 Walk the floor and restroom for any remaining customers.
 Retrieve all shopping carts from outside and inside the store and place in front
of store (inside).
 Bring all products from sidewalks and outside selling areas into the store.
 Lock all perimeter doors, including main entrance and exit doors. The exit door
should remain locked, with a supervisor or other responsible employee
remaining at the door and letting customers out and relocking the door after
each exit.
 Departing employees should also be observed, ensuring that no unpaid
merchandise is carried out.
 Dust the floors and mop when necessary
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Store check list for opening and closing

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3. Store Readiness

Check lists for maintenance and housekeeping

Merchandise Display
Each product is tagged
Products are displayed in shelves

Separate shelves are made for every product i.e. Red boxes, Flyers, stationary etc

Expiry Dates Merchandise Handling

 Old branding is not allowed it changes every month
 A serial number is printed inside the products
 So the inventory could not be kept for long term and expires after every month
Executing Promotions on Featured Areas
This is done in the section of sentiments
End Caps
In the section of retail marketing an End cap is displayed for TCS sentiments
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Promotional Aisle
Here is the sentiments are displayed that are needed to be promoted on the events or festivals
Freestanding Displays
Special Discount offers regarding the products is displayed in the form of percentage
Cash Wraps
There are cash wraps from which cash is collected by the operations department at the end of the
day and next day the cash is deposited into the concerned bank
Walls
Branding of the products and TCS
Windows
Tags and brand related stuff displayed on windows as well
Store Visual Merchandising
Signage Check List
Yes
Standard Signage
Yes
Signage Placement
Displayed in offices and express centers as well in Urdu and English
Where visual display is prominent on an average height
POD Signage
Yes
POS Signage
Yes
Display and Removal of Signage
A specific email is generated for displaying an removing signage from office and express centers

 Promotional signage regarding the activities are displayed

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 No old material is displayed after closing a specific promotional event signage are
removed promptly
VM Fixtures
Visual merchandising fixtures are displayed for floor planning display
Floor Plan & Displays
While making the floor plan display decision following things is considered;
Geographic location 
Size of the building and length of the walkways accessible from the entrance and exit
Use of furniture and exterior space
Color of paint (Red and white)
Choice of exterior building materials
Design of the physical entrance and exterior window displays
4. Store merchandise handling

Transfer of Stocks from Warehouse

 Create a list of items and the number to be transferred.

 The items need to be available in 'on hand' inventory to be transferred.
 Adding items onto a transfer does not allocate it or prevent it from being sold to a
customer

Receipts of Stocks at store

Only issuance receipts are available in store

Loading and Unloading

 Quantity verifications required

 Traceability of products including verification of production codes and stock numbers

against a packing list or invoice

 Temperature monitoring inspection

 Packaging

 Labeling

 Documentation while loading or unloading for any damaged stock

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 Using conveyer to unload the heavy boxes or sacks from truck

Delivery from Vendors

Boxes and stationary items are provided by vendors in head office Karachi

Goods return to Vendor

Head office returns to vendor if any material damages

Goods Return to Warehouse (Fresh, Excess and Defective)

There are number of items return to warehouse

 Food items (expired or excess of items)

 IT items

 Admin related stationary items

Ordering from Stores

Requisition request to the store, supervisor check the demand and their usage either they are
using equally to their new requested demand

Stock receiving from vendor

By checking the demand list, either they are matching with our demand list

Merchandise Write off Procedure

Merchandise is return from the customer to retailer and retailer to the wholesaler. The manner in
which is conducted on the number of factors such as whether the returns are delivered in person
or ship.

Merchandise Location and Stacking (FEFO, FIFO)

TCS policy used FIFO.

Planograms Implementation

Product are categorized in form of sections

 1kg to 25kg boxes are in one section
 Flyers and envelops are in one section
Merchandise Replenishment and Inventory Ordering
System generated IR (internal requisition) or manually made inventory ordering.
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5. Store administration

Admin task related checklist Check list for Maintenance Check list for Housekeeping and
Cleanliness

Time Keeping of Staff

 Fully train them

 Get to know them
 Trust them
 Punctuality follows

Staff Uniform Policy

Uniform policies are design in summer and winter with company logos
2 types of uniform policies
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Retail Management provides only Frontline staff for example booking centers employee
Operations for Courier and Staff

Scale of Scrap
Admin department held an auction in which scrap and other assets like AC, LEDS, furniture and
fixtures and other office machineries,

Required permission and Licenses, Renewal and Compliance

All these decision are made in Head Office in Karachi

Health and Safety Norms

Workers must perform all work following safe work practices and safe job procedures. Workers
must maintain good housekeeping. No fighting or horseplay is permitted at the workplace. No
theft or vandalism will be tolerated at the workplace.

Insurance – Building and Infrastructure, Inventory and Cash (In store and Banking)

Store Staffing
 TCS have motivated people for the quality work
 They have trained staff to do the task efficiently
 They build up in their staff to work in a team to achieve maximum number of objectives
 Honesty requires for this
6. Hiring Process – Interview, Selection and Hiring

Staff on Boarding

Staff on boarding is often done through training presentations or remotely through videos.
Employee orientations sessions as they are often called usually include information about the
brand the values of company how or why the company is started up the first place
 They issues staff cards, references cards and medical cards
Job Description and KSA
TCS are responsible distributing packages and documents for institutions, business, government
agencies and individuals. They pick up documents and package from customers office or houses
and then deliver them to final destinations with the same area.
Employee Related Policies
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Earn leave 45 allowed in one year

Medical leaves
Hajj & Umar leaves
Causal leaves
Harassment Policy
 “Accused” means an employee or employer of an organization against whom complaint
has been made under this Code;
 “Act” refers to the “Protection against Harassment of Women at Workplace Act 2010”
 “Code” means the Code of Conduct prescribed in this document;
 “Competent Authority” the authority as may be designated by the management for the
purposes of this Code;
 “Complainant” means a woman or a man who has made a complaint to the Inquiry
Committee on being aggrieved by an act of harassment;
 “Employee” means a regular or contractual employee whether employed on daily,
weekly, monthly or hourly basis, and includes an intern;
 “Inquiry Committee” means the Inquiry Committee established under this Code and
under the “Protection Against Harassment of Women at Workplace Act 2010”

Employee Benefits
 Provident fund
 Insurance cards
 Allowances( incentives on sales)
Staff Transfer and Resignation
 Staff transfers in TCS in totally dependent on Manager. The Manager can shift on daily
basis or by the rule of TCS can transfer fortnightly.
 Resignation can be accepted in both conditions
Prior Notice
24 Hours’ Notice
Staff scheduling shift timings
There are 2 shifts in TCS
 8AMto 4AM
 4AM to 11AM
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Compensation and Bonus Structure

There is no compensation bonus in TCS except clerical staff gets the bonus of both EIDS
Workload Forecasts
Covid 19 attacks the entire globe. So, TCS have decided to close all the express centers including
branching and stations of all cities except main Head Offices.
Employee Performance and Standards and Review
TCS makes dashboard on daily basis in which yesterday’s sales reflect of each product.
This dashboard consists employee individual performance and overall territory performance
 TCS reviews conducted weekly with staff
 It review fortnightly with GM or Area Operation Head
 Monthly reviews by Head Offices
Employee Entry and Attendance Recording
TCS have biometric devices to monitor all the record of attendances.
Store Employee Grooming Standards
Train their staff accordingly to store keeping records
Promoters Deployment
Being a major player in courier industry and highly competitive consumer segment company
wants to improve in store sales and brand awareness and brand visibility across the country
7. Store Security

Security Process Checklist

 Security processes for open and closing business

 Inspection of exterior of business before entering

 Secure business access before start of the day

 Inspect POS machines

 Securing outside the rubbish bin

 Video Surveillance

Security SOP for below Tasks

Handling Shoplifts

 Security cameras are installed for the shoplifts

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 Security guard is available 24/7

Handling Legal Aspects

Legal department solved all the legal issues for example signage board issue

Handling Counterfeit Notes

TCS have no policy for counterfeit Notes. Booking staff has to pay to main cashier

Handling Tag Beep

Booking staff is liable to all the tag beeps

Loss Prevention & Shrinkage

1. Pilferage & Shoplifting

Store Policies and Guidelines for Pilferage Handling

2. Anti-Shoplifting Methods – Checklist

CCTV
All the main offices and express centers are secured with CCTV
Electronic Article Surveillance
No center is secured by electronic article surveillance
8. Cash Management
Store Back Office Cash Procedures & Store Front End Cash Procedures

Store back office cash basically link from our retail Express center. By the end of day operations
pick up Vans collect cash from all retail EC and deposit it to the main office accounts
department. Furthermore, cashier tally the sale from system and sale report reconcile them and
then deposit the cash next day in bank.

Cash Refunds

 PSL tickets refund via Jazzcash

 Yayvo.com refunds the items in seven days and return cash through jazzcash

Double Billing/Mistakes by Cashiers

Firstly they have removed from their end. After it, express center’s manager supervises this entry
to check its record.
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Gift Vouchers Handling

TCS Sentiments Express is a personalized, high valued gift delivery service offering a wide
array of gifts from gourmet cakes, floral bouquets, ethnic sweets, to various other elegantly
wrapped gifts, delivered with a personalized greeting card in Pakistan.
9. Customer Services

Policy and guidelines for Stock Return & Exchange from Customer

Yayvo.com redefines the online shopping experience for customers with its 7-day return-no
questions asked policy, along with a simple and easy-to-use interface. Customers can call, chat
or order online directly from any device having internet connectivity

Complaints Handling

TCS is always willing to listen the complaints and claims of their customers. . TCS provide
security in against to lost things. Percentage of return varies according to nature of things

Sales Associate Responsibilities to Customers

Sales Associate Authority for complaint Resolution

Special Product or Service Orders

Special services are offered by TCS are

 Student express

 Overnight express

 Same day express

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 TCS hazir home services

Customer Service desk – Queries answer and General Product Knowledge

Queries can be answer through TCS courier helpline or by visiting their website

Criteria for Enrolment of Customer for Loyalty Programs

TCS runs loyalty programs for key customers on a quarterly basis and also sends some gifts
annually and/or on special occasions.

Customer Feedback and Response time

VOC is the research and consumer insights department at TCS that defines its prime focus as
enhancing customer satisfaction. The key purpose is to stay connected to customers and promote
a two-way communication with them

Customer Home Delivery

TCS has launched TCS Hazir, an advanced courier service designed to respond to the customer
right at the doorstep – within 60 minutes, according to a press release. Customers can call TCS
Hazir and book documents and parcels of up to 25 kg, enabling them to save precious time.
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10. Store Audit

Store Appearance

Staff
3 members are in store for record keeping and issuance. Staff is well trained and qualified for
store keeping
Stock Audit Policies
 Internal audit to checks
 Using FIFO method to consume products
 The expiry of boxes
Customer Services
VOC is the research and consumer insights department at TCS that defines its prime focus as
enhancing customer satisfaction. The key purpose is to stay connected to customers and promote
a two-way communication with them
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Cleanliness
Daily basis cleanup the floor
After loading and unloading the floor cleans up by sweeper
Loss Prevention and Audit Polices
There is no loss in store of TCS
11. Store Operation Process
 Stock Inward Process
 Direct Store Delivery (DSD)
 Return to Vender (RTV)
 To Vendor
Head office return goods to vendor
 To DC
Express center returns to customers in form of cash through jazzcash
 Loss Prevention Arrangement Review
 Store Policies and Procedures for Security
 By CCTV
 Security Guard duty 24/7
 Floor and Shelf Management
 Fixture Display Change (Planogram Change) Request Process
Planogram changes are in TCS
Divided in sections
Boxes are in one sections and flyers and envelops are in other section
 Customer Return Process
 Store Sales – Return
On store sales just cash refund by jazzcash
 Online Sales – Return
Online sales will be return through replace the product or refund the money
 Catalogue Sales – Return
Sentiments departments deals it
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Father’s day
Mother’s day
Eid celebrations
Christmas celebrations
Or on many occasionally
 Within initial Return Policy
Time duration is within 3 to 4 working days
 Sales of Services Process
 AMC
 Gift Coupons/Gift Vouchers
Event based coupons are available in TCS
 Promotion Launch Readiness
Sentiment activities are held in TCS. They can promote their activities by flexs and banners
 In Stock – Stock Transfer Process
Through proper channel
Issuance report made from supervisor
 Store Promotion Initiation Process
Flyers, banners website promotions
 Multichannel Order Management
-Online Sales Delivery
TCS has only one home service with the name of TCS HAZIR
-Catalogue Sales Delivery
Sentiments sales or occasionally sales
12.Retail Operation Procedures
Emergency Procedure
 Fire Extinguisher
 Police Number
 Rescue Number
 Fire Exit
Robbery, theft vandalism
 Cash are insured
 TCS allows its member not to resist
Injury and Illness
 Firstly treated in center by first aid box
 If injury is serious then take to them in hospital
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 All the employees are on ADAM G insurance

Fire or Natural Disaster

 Provide disaster training for your team at least once a year, and whenever you hire a new
employee.
 Hold regular drills to test your plan and conduct monthly checks of your security and fire
systems and emergency supplies.

Violent customers
 Be kind and don’t argue
 Listen and try to understand
 Stay Calm
 Find a solution
 Ask them to leave
Evacuation Procedures
 Safely stop your work
 Leave the building through nearest door with an exit sign
 Report to the designated assembly area
 Wait for emergency instructor
Alarms, Lock and Keys
 Security team have keys and nobody have other key to move in TCS
 Non one is allowed to enter in TCS until security team will disconnect the alarm